Wayfair Reviews

Name: Wayfair
Address: Wayfair Stores Ltd, 78 New Oxford St, London
Rating: 1.50

1.5 Rating 2,301 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,301 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 22%
Accurate And Undamaged Orders	Greater than 60%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Wayfair:

Wayfair is in the business of giving our customers easy online access to the world’s home stuff in one place. Wayfair believes that options for your home can come from just about anywhere, so we carry over 5,000 brands of products like furniture, lighting, cookware, and everything in between. We also know that home furnishings often don’t fit in your car, so we offer free shipping on most big stuff and most other stuff, too

Visit Website

Phone:

0800 169 0423

Location:

Wayfair Stores Ltd, 78 New Oxford St
London
WC1A 1HB

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Wayfair 1 star review on 24th February 2025

Wayfair 1 star review on 20th October 2024

258

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“APPALLING customer service. Their system informs you of delivery which doesn’t necessarily happen, they take payment at the point of order with no delivery forthcoming, they cancel after saying an order has been replaced, they offer no resolution or compensation for financial losses incurred, their customer representatives simply stonewall you.”

Helpful Report

Posted 4 years ago

“Absolutely dreadful in dealing with a complaint”

Helpful Report

Posted 4 years ago

“Absolute nightmare from start to finish - ordered dining table and 4 chairs - firstly 2 of the chairs were out of stock (although in stock on website and when they added them to my finance agreement!- these were cancelled and refunded, then other 2 completely different colour so returned - refund never got applied correctly. Purchased using Barclays finance and so far have had money taken from my account that should never have been taken and have been waiting almost 2 weeks for refunds going back and fourth between Wayfair and Barclays!!! I am certain I will never be using either service again!!!”

Helpful Report

Posted 4 years ago

“Defective chair, broke while my mum sat on it (she’s only 60kg!). She really hurt her leg, very lucky she didn’t hit her head. Refund given but no good will gesture for the trauma/inconvenience/disappointment. I explained to the manager that I was unhappy with the outcome but he didn’t care. Terrible customer service, terrible quality! Also didn’t even collect the defective chair so I had the added inconvenience of disposing of it!”

Helpful Report

Posted 4 years ago

“Dreadful if you have a complaint. Every Tom, Dick and Harriet replies and it’s like they are all tuned in by battery. Nightmare company to deal with.”

Helpful Report

Posted 4 years ago

“Ordered an item advertised as having next day delivery. Item turned up late, and damaged so had to be returned. I was promised a replacement item the next day, but I am still waiting for it and have been given no info from customer services. I've asked for the order to be cancelled and refunded, but was told I could not be refunded until they have received the item back from the courier! So Wayfair are hanging onto my money for an item that hasn't been delivered and is 'somewhere' in the UK with their delivery partner. Terrible products, customer service and delivery - avoid.”

Helpful Report

Posted 4 years ago

“They are skamers”

Helpful Report

Posted 4 years ago

“Customer service cannot give any useful info as to why orders are going wrong at the warehouse. You get passed onto delivery solution specialists who just ask for more and more time to revert and also give no useful info. My order now several weeks late. They even have items on the website for next day delivery that they do not have in stock and have to cancel. Systems must be very bad - are they going bust?”

Helpful Report

Posted 4 years ago

“Do not shop at wayfair. Their customer service is beyond shocking. They only care to take your money and not deliver the goods. I urge people to shop around before considering this place, they take orders and then cancel them and hold your money!”

Helpful Report

Posted 4 years ago

“Rubbish quality. Maybe I shopped the wrong brand but flimsy and awful . You already have pictures of the bed that was bought for Christmas and has been replaced but not used as no guest thank s to lockdown”

Helpful Report

Posted 4 years ago

“I place order front door on 16 july the delivery time they provide me 4 weeks time until now I did not receive the item. every 4 weeks time they extending for another 4 weeks. This Company are scammer be aware guys.”

Helpful Report

Posted 4 years ago

“The most abhorrent service I have ever received, spent nearly £300 on a chair that never arrived. Then sent multiple delivery dates for our item that we waited in for... it never arrived. Their customer service department were beyond appalling, we were actually ignored mostly. We asked to cancel the order and were still ignored. They had our money for 6 months with no product produced and ignoring our requests for a refund. Do not shop at Wayfair.”

Helpful Report

Posted 4 years ago

“I ordered an item that with tax was $12.00. They shipped me the wrong item/ I asked to return it and they want to charge me $5.00 to return the item. No thanks, I’ll keep the wrong item and never buy from Wayfair again. Just stick with Amazon, if they make a mistake they don’t charge there customer.”

Helpful Report

Posted 4 years ago

“Terrible service. Ordered a coffee table 4 months ago. The wrong one turned up and still waiting for delivery. 👎👎👎”

Helpful Report

Posted 4 years ago

“DISGUSTING SERVICE. They delivered half of my desk, claimed the other half didn't make it onto the van, they sent a replacement to arrive on the Wednesday, again they claimed the courier had not picked up the package, so sent ANOTHER replacement, this happened for over a month. Eventually I contacted them for me to first tell me it hadnt been collected AGAIN, THEN that this half of a table had been out of stock since my first order! so they had delivered half a table with no intention of delivering the other half, then lied to me constantly for over a month. Then all they did was offer me a refund. Now I have lost a months worth of business for working from home, and I am stuck with half of a massive desk which is now MY RESPONSIBILITY to dispose of during a pandemic when I have 3 children under 3 so cant even get to the local dump. horrid amateur service full of lies and no care for the customer. Would advise anyone STAY AWAY.”

Helpful Report

Posted 4 years ago

“Ordered a bed two weeks before I moved out of my apartment. Was told my bed would arrive a few days after I moved in. Fair. The day came and the bed never arrived. Customer service tried to tell me that a delivery was attempted and they sent the bed back to the warehouse (this is false as I was home all day. Not to mention the email said in black and white I did not even need to be home for the delivery). Both my significant other and I gave them phone calls and we were told the bed would be delivered two days from when it was originally meant to be delivered. Okay. That day came and still no bed. Customer service was contacted three times that day and told us we were put on a “no fail delivery list” (shouldn’t all deliveries be no fail?) and we were told another two days. The first delivery of the day as well. We called to confirm and they gave us a time frame of late afternoon. More lies. The day came and no bed at all. Fought with them to get a refund. Save yourself and order from somewhere that will actually deliver your items and care about customer satisfaction!”

Helpful Report

Posted 4 years ago

“Horrible customer service. I ordered the wrong size bar stool and they will not give me my money back or give me a store credit. Just offered me 10% off my next order what a joke.”

Helpful Report

Posted 4 years ago

“I had ordered a table in September. They first told me that it will arrive in the start of November, but when I enquired where it is they knew that the order would be delayed till the end of December but failed to tell me until I asked. This is absolutely disgusting that they fail to care about customer service and I am so appalled at this company - rubbish”

Helpful Report

Posted 4 years ago

“Really unreliable. Poor customer service. Really unreliable. They seem great at first with their deals and wide choice of items, however 2 items I ordered were cancelled from my order. They claim the warehouse did not have the item-which was an open box item that had been opened before and was slightly cheaper. Apparently they have to manually remove items from the website when they go out out of stock, and items don’t automatically remove from your bracket once they are out of stock. I contacted them asking if they could add one of the items, which was in stock online but brand new, not out of box stock, and that I’d pay the full price. They couldn’t do that. If I ordered it again, it wouldn’t qualify for free delivery as it was under £40, so I asked if they could provide free delivery seeing as I’d spent over £300 on my original order. They would not do this. I asked if I could speak to a manager and received an email the following day from a manager with a chunk of their policies copied and pasted, which didn’t even slightly give me an answer. I relied back and was contact again saying that it was not in their policy to provide free delivery. Really disappointing for such a big company to not even provide free delivery because of their own/their stockists mistakes. If I didn’t have to pay for returning the remaining £260 worth of items from them, I would.”

Helpful Report

Posted 4 years ago

“I called end of October and ordered a couch by phone. Was on the phone with a customer service representative. She took my credit card info address email and cell phone and promised me the couch I ordered will arrive November 3rd. Today is November 3rd and it never arrived. Found out that payment was never processed and it was never ordered. So sad and disappointing especially that I was on the phone about an our to place this order.”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,301 reviews